For over a year, we’ve been noodling how we’ll use AI in WFM and contact centers. Much of it because, simply, AI is shifting every day. We’ve landed on a spot—using AI to help make the planning process easier and using it to make our analyses more complete. We’re in an interesting moment. AI is new, and nobody has really figured out how to use it in WFM and planning just yet. We’ve been building a framework that actually works with real contact‑center math. In the last SWPP On Target newsletter, we published an article which was an interview with...
December 9 Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: The 10 most common goals. Definitions and applications. Implications of different calculations. Tradeoffs when goals create conflicts. The essentials of creating a strategic plan. Click here to register: https://swpp.webex.com/weblink/register/r1ec61d8ea4c5ed1281f3ef62f2c1f754
